Ask the Community
Groups
Mount fails with "Failed to connect to mms" - Connect IT Community | Kaseya
<main> <article class="userContent"> <div> <p>KKB000849</p> <div> </div> <div>SYMPTOMS</div> <div>Explore Volumes or mounting a backup from Kaseya Backup Local UI fails.</div> <p>Mount log contains: -<br><br></p> <div><?xml version="1.0" encoding="UTF-8" ?></div> <div> <div><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fportal.kaseya.netfile%2F%2F%2FC%3A%2Ftemp%2FbackupMountLog.xml">-</a> <log uuid="B76FC82B-8AAF-40DF-B587-9D7DD90FEF96" product="Acronis Backup & Recovery 10" version="10.0" build="18058"></div> <div> <div> <div> <event id="1" level="4" module="100" code="173" time="1319492370" message="Failed to connect to mms" /></div> </div> <div> </log></div> </div> </div> <p> </p> <div>CAUSE</div> <div>The Acronis Managed Machine Service is not started in Windows.</div> <div> </div> <div>SOLUTION</div> <div> <div> <div>1) go into services.msc on client computer and check if "Acronis Managed Machine service" is started</div> 2) if not, try to start it </div> 3) if it fails to start, check the Windows event logs for failure message<br>4) if logon failure is reported, go into the service properties and check the "Log On" tab. It must run as a user that belongs to local "administrators" and "backup operators" groups (during installation, Acronis creates an account with required permissions and a random password)<br>5) check that configured user account still exists - reset the password and re-enter in the service properties </div> <p>6) attempt the mount operation again<br><br></p> <div> </div> <div>FURTHER INVESTIGATION</div> <div>If the issue is unresolved, please submit the following information to Kaseya support: -</div> <p>1) latest mount log<br>- if using Explore Volumes, this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupMountLog.xml<br>- if using the Kaseya Backup local UI from the client machine, it is saved to the agent working directory as LUI_explore.xml<br>2) Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\agentguid>\Audit\backupList.xml<br>3) Acronis Info tool output from source machine - see: <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.zendesk.com%2Fentries%2F32393263-How-do-I-run-the-Acronis-Info-Report-Utility-">https://kaseya.zendesk.com/entries/32393263-How-do-I-run-the-Acronis-Info-Report-Utility-</a><br></p> <div> </div> <div>APPLIES TO</div> <div>Kaseya Backup</div> <p> </p> </div> <div></div> <div><a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fkb%2Fw%2Fwiki%2Ftags%2Fmount%2Bfail%2Fdefault.aspx" rel="nofollow tag">mount fail</a>, <a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fkb%2Fw%2Fwiki%2Ftags%2FExplore%2Bvolumes%2Fdefault.aspx" rel="nofollow tag">Explore volumes</a>, <a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fkb%2Fw%2Fwiki%2Ftags%2FFailed%2Bto%2Bconnect%2Bto%2Bmms%2Fdefault.aspx" rel="nofollow tag">Failed to connect to mms</a></div> </article> </main>